Digital Voice issues

[JonnyManc]

Hi

Recently migrated from another isp for my fttp 500mb with digital Voice.

Fttp is working great, but having issues with maintaining digital Voice.

After a couple of weeks faffing, I got it sorted (registering phone etc) at it was ok, but this week callers can't hear me, nor can I hear them.... The phone rings and there is a dial tone.....

Any ideas guys?

Thanks

[andydaws]

Still occurring no fix since Jan

Current Firmware is

r1.35.0-R-1138091-PROD-83002

[JimM11]

@andydaws Replied on the other thread.

[Gelert5]

Hi andydaws.

We've been having the same issues since we came online with EE in early September.
Same Smart Hub 3 (SH31B) runing the same firmware version as you.

At one point, an EE Guide remotely Hard Reset my Hub and crashed the "Digital Voice Provision", leaving us with NO phone at all for 7 days. The 'Technical Management Centre' (TMC) had to reinstall it remotely, which worked for a couple of days, and then...
...the usual 'No Audio' on any telephone calls.

Obviously, a Hub reboot restores connectivity for a few days.
Another piece of 'official' EE Advice is to power-down the ONT as well as the Hub for between five and ten minutes:
This 'trick' gave us a full week's worth of telephonic communication, before it again went 'No Audio'.

Our original set-up was 2x BT Essential Digital Phones, plus 2x Base Station c/w 3-handset Cordless Panasonic Analogue Telephones, plus an EE-supplied Home Phone Adaptor (Brand agnostic).
This last piece of kit totally fails to work if you need to use the phone keypad to e.g. enter a PIN when calling your bank.
But we kept it plugged-in for when the promised updated Firmware gets rolled-out.

After the last time we had 'No Audio' I de-registered this Home Phone Adaptor, and unplugged it.
This left us with the two Digital Phones, and the Panasonic Analogue Phones still connected to the Hub Phone Socket.
And - we haven't YET had anymore issues - in over a week.

But EE have a habit of rebooting our Hub at 0400 - 0530hrs every couple of weeks (it seems).
And the last time was this morning.
So I've just now taken the opportunity to disconnect the Panasonic Analogue Phones, and add-in a further 3x BT Essential Digital Phones which EE sent to us FOC, to see if having JUST Digital Phones cures the intermittent connection issue completely.
FYI: Five Digital Phones is the limit on an SH31B, allegedly.

I'll let you know how we get on.

HTH?

Louis.

[HoltWilts]

Very informative. Thanks. 


Sent from the all-new AOL app for iOS

[Gelert5]

Hi JimM11,
Other thread...?
Can you provide a link, if relevant / allowed / possible...?

[JimM11]

@Gelert5 The link to the other thread.

Re: Digital Voice - Page 2 - The EE Community

[Gelert5]

@JimM11

Our 5x Digital Phones set-up has been working fine since 8th November = just over two weeks ago.
I've been phoning our Landline from my Mobile and vice-versa every day to check, alongside other TelCons.
And our Smart Hub has not been rebooted since 8th November, either by myself or 'automatically / remotely'.

Our 'Home Phone Adaptor (Brand agnostic)' has been de-registered and powered-down since 2nd November.
(I personally suspect this device for being the cause of a lot of the DV intermittency / drop-outs.)
And our 'Analogue' phones have also been completely disconnected since 8th November, as per the EE TMC ('Technical Management Centre') recommendation.

So fingers-crossed that we will have no repeat of the unreliability...

However, I'm not confident that the Digital Voice system is 100% robust:
I had to remake a phone call to Thames Water last Tuesday because, when selecting their 'options' as to which department I wanted to connect to, my Keypad inputs weren't recognised the first time - although that might have been a Thames Water 'switchboard' issue?
And this morning, one of the Digital Handsets (whilst untouched and residing on its charging base) displayed the message 'New software - unable to update right now. We'll update for you later.' Manually checking for software updates on another handset displays the same message.

So, time will tell, I guess...

EE Smart Hub SH32B running r1.35.0-R-1138091-PROD-83002 firmware.
2x Type 'A' and 3x Type 'B' BT / EE Digital Home Phones = 5x DV Phones in total.

HTH?

Louis.

[JimM11]

@Gelert5 Sound like better operation, and will link your post reply to i suspect a possibly upset new BT/EE convert on the DV side and DVA already issue, like yourself NO one believes that this swear word excluded is going on, the only and main reason why i did not take the landline with me until it is all sorted out. EE Smarthub+ SW31B has been fine apart from its stupid quirks but well able to work around those. Got everything crossed and double crossed it keeps good for you!!!👍👍

[PaulStafford70]

I was switched to EE from BT back in July - Full fibre and DV.

Since then my DV is continuously dropping out and requires a Hub reset to rectify the issue. No obviouse issues with broadband service.

My setup is 1 x BT Digital Voice handset plus a set of cordless phones (base plugged directly into hub).

Fault is no dial tone on handsets plugged into hub (handsets basically dead). There is a dial tone on DV handset and will make a call but no sound transmitted either way.  All phones ring on an incoming call but again no sound either way.

EE Hub replaced, several engineers out to no avail. Have also been sent a home phone adaptor but am reading on here that these might be troublesome too.

EE now sending me out a BT SmartHub2 as everything was fine "in the good old days"!

Almost 5 months on and no permanent fix found.

Has anyone found a real fix, as EE are still scratching their heads.

Thanks.

[JimM11]

@PaulStafford70 There appears to be no solution at present, your issue is the minor case, DVA suspected to compound the issues suspected by @Gelert5 from his post that you have no doubt read, so the only difference now full digital to the handset plugged in, do know that it is a complete pain, but if you wished to remove your connected handset, see if the DV works purely on it's own (once disconnected power off/on hub for fresh restart with the digital handset only) and as you say you may see/or not the fault, only one oops on the digital and it rules it out as irrelevant.

Only other and as yet not confirmed fully as the OP will no longer reply, was the new wifi pro router has fixed DV issues. @Gelert5 is on the way testing the EE request but it is early day's for a result yet, sorry that there is no real good news for your posting. 

Edit: The BT smarthub2 test may be good, also for you please note app does not work with that router so if you are using (said for anything) flag it up NOW before it all disappears down the rabbit hole...